Nicole Borges Reina
Orlando
Summary
Engaging and dynamic bilingual training and customer service professional with extensive experience at Walt Disney World Resort and JetBlue Airways. Proven expertise in delivering effective training, coaching, and mentorship to Cast Members in high-volume environments. Adept at facilitating classroom and one-on-one sessions, supporting curriculum development, and applying Adult Learning Theory to enhance knowledge retention and inclusivity. Recognized for strong communication, collaboration, and a deep commitment to Disney's values, history, and legacy. Fluent in Spanish and English, with a passion for supporting the professional growth of fellow Cast Members and ensuring exceptional guest experiences.
Overview
8
8
years of professional experience
Work History
Sales and Solutions
Walt Disney World Resort
Lake Buena Vista
06.2024 - Current
- Deliver exceptional guest service in a fast-paced call center, utilizing Disney etiquette and Quality Monitoring standards.
- Apply strong bilingual communication skills to assist guests in both Spanish and English, resolving complex inquiries related to My Disney Experience App, website, dining reservations, ticket purchases, and Lightning Lane products.
- Participate in and contribute to training sessions aimed at improving performance and service delivery.
- Provide feedback to leadership on guest interactions and system enhancements to support ongoing curriculum improvements.
- Collaborate with team members to ensure consistency and alignment in service delivery across segments.
Customer Service Representative Bilingual
JetBlue Airways
Orlando
11.2021 - 06.2024
- Answer inbound calls, professionally greeting each customer and resolving inquiries, complaints, and billing questions.
- Provide customer service in both Spanish and English, adapting communication style to meet diverse guest needs.
- Participate in training sessions to enhance customer service skills and support the professional development of peers.
- Document coaching notes and guest feedback to inform process improvements and training opportunities.
Outdoor Foods
Walt Disney World
Orlando
08.2018 - 12.2020
- Trained new part-time, full-time, and Disney College Program cast members on safety procedures, job responsibilities, and Disney's Five Keys (Safety, Courtesy, Inclusion, Show, and Efficiency).
- Demonstrated strong teamwork, attention to detail, and guest service skills in a fast-paced, high-volume environment.
- Provided support to fellow Cast Members while maintaining a positive attitude under pressure.
- Assigned tasks and responsibilities to crew members based on abilities and experience.
- Provided coaching and mentorship to foster a positive work environment among staff members.
- Developed alternative training methods if expected improvements are not seen.
- Collaborated with COT's to periodically review and update training program objectives.
- Facilitated interactive workshops utilizing adult learning principles to promote knowledge retention amongst trainees.
- Developed instructional strategies that addressed multiple learning styles.
- Identified areas for improvement based on assessment of student learning styles.
Education
Associate in Arts (A.A.) -
Valencia College
Orlando, FLSkills
- Training & Facilitation
- Adult Learning Theory & Learning Styles
- Call Center Operations
- Guest Service Excellence
- Coaching & Mentorship
- Curriculum Development Support
- Collaboration & Teamwork
- Quality Assurance & Feedback
Languages
- Portuguese
- Italian
- Spanish, Native
- Portuguese, Fluent
- Italian, Conversational
Training And Systems
- Horizons
- Vincent
- Axis
- Guest Service Suite
- A La Carte
- OLAF
- POS Systems and Ordering Platforms
- Call Volume and Quality Metrics
Timeline
Sales and Solutions
Walt Disney World Resort
06.2024 - Current
Customer Service Representative Bilingual
JetBlue Airways
11.2021 - 06.2024
Outdoor Foods
Walt Disney World
08.2018 - 12.2020
Associate in Arts (A.A.) -
Valencia College